{"id":2737607,"url":"https://alion.io/job/infor-senior-director-support-operations","title":"Senior Director Support Operations","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0.077,"time_to_fill_p50_days":10,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":132000,"max_usd":246000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":241},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T19:35:35Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-31T08:36:36Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"At Infor, we are building the next generation of Customer Support and are looking for a Senior Director to help shape it. This is not just a people management role. You will drive operational excellence, deepen technical leadership, and own the end-to-end support experience for a defined set of products and industries across the Americas region.\n\nYou will operate as a key leader within the Americas region and the global Customer Support function, partnering with Product, Development, Customer Success, and Professional Services to deliver consistent, high-quality outcomes for Infor’s customers.\nA Typical Day in the Life Includes:\nLead support operations, owning end-to-end support delivery for assigned products, industries, and CloudSuites within the Americas region. You'll ensure performance against SLAs, customer satisfaction, and operational KPIs - establishing clear operating rhythms, visibility, and execution discipline across your team, and addressing delivery gaps proactively.\nPartner with the VP, Support Operations and peer leaders to build and sustain a high-performing regional team; contributing to regional strategy, talent planning, and operating model design and be a key input into regional priorities, resource allocation, and performance reviews.\nBuild and sustain a technically strong team with deep expertise in techno-functional troubleshooting, cloud platforms, ERP integrations, and APIs. Maintain command of assigned product landscapes to guide teams effectively and act as a senior escalation point on complex issues.\nAdvance the support operating model toward scalable, digital-first, and proactive delivery. Enable your team to surface, escalate, and resolve systemic issues at the root. Identify and remove barriers, optimize workflows, and drive continuous improvement across processes, tools, and ways of working.\nDrive talent density through hiring, coaching, and development. Set clear expectations, manage the talent pipeline actively, and invest in learning and enablement. Define clear progression paths from analyst to SME/principal. Mentor managers and team leaders to scale leadership capability across the team.\nPartner closely with Product, Development, Customer Success, Professional Services, and Managed Services to proactively identify systemic issues, address root causes, and improve product and customer outcomes. Ensure strong alignment and shared accountability across functions within assigned scope, products, and customers.\nEngage directly with customers during critical situations, ensuring clear communication, strong ownership, and effective resolution. Leverage customer insights and feedback to continuously improve support delivery and experience, including during escalations, go-lives, and focus account management.\nEstablish clear ownership, governance, and execution discipline within the team. Monitor KPIs, analyze trends, and drive data-informed decision-making. Provide regular insights and recommendations to the Regional VP and senior leaders on performance and improvement opportunities.\nCollaborate with peers within Americas and across the international region to ensure consistency, share best practices, and contribute to global initiatives and support standards.\nAlign hiring, capability development, and ways of working to evolving needs in Americas and globally. Drive adoption of automation, knowledge management, GenAI-assisted support, and self-service capabilities to enhance scale and efficiency within assigned scope.\nFoster a high-performance, inclusive, and collaborative culture. Promote engagement, recognize contributions, and create an environment where individuals feel valued, supported, and connected to broader organizational goals.\nBasic Qualifications:\nExperience in Customer Support, Customer Success, Managed Services (or similar), leading large support teams within a region, including managing managers.\nBe experienced, with a track record of customer satisfaction and operational performance across diverse product lines and geographies within a regional scope.\nExperience working with cloud environments, business or mission-critical solutions/platforms, APIs, and integrations; leading and developing technically skilled teams.\nExperience driving continuous support improvement in a fast-paced, global environment with multiple priorities.\nHave experience managing cross-functional collaboration across Product, Engineering, Customer Success, and Services.\nHave people leadership and talent development experience, including building high-performing teams and managing performance.\nExperience in engaging and influencing executive stakeholders, internal and externally.\nExperience supporting enterprise SaaS / cloud platforms / complex enterprise software.\nExperience with AI/ML-driven support, automation, knowledge management, and self-service capabilities.\nExperience working with or leading teams across global delivery locations.\n\nLocation: Remote (Atlanta GA, Dallas TX)","description_format":"text","description_chars":4990,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-10-16T19:35:35Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 46 · green card 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